Forrester's Customer Insights

MAY 9, 2019

Last week, my colleague Claudia Tajima spoke with Harley Manning about how customer experience (CX) is affecting retailers in 2019. I interviewed Sam Stern, principal analyst, part of Forrester’s employee experience (EX) team, and also an expert on customer-centric culture.

Employee Experience 47

Employee Experience Retail Brands Customer Centricity 47

Lumoa

OCTOBER 31, 2021

“Leveraging both of our best-in-class offerings, our clients now have the ability to apply proprietary AI tools to unstructured feedback at scale, and generate more meaningful insights from their VoC, VoE, and market research programs.” “We’re excited to partner with the team at Forsta.

Analytics 208

Analytics Touchpoint Customer Centricity Feedback 208

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage. And your programs and processes should reinforce customer connectedness.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Experience Investigators by 360Connext

NOVEMBER 8, 2022

They create a top level for Customer Experience (usually a VP of…customer experience or customer insights) and wish that leader well. Employees feel empowered because they know CX is a priority for real. Customer Experience Is Directly Related to Employee Experience.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

ClearAction

OCTOBER 25, 2022

” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency. Absorb: how you share CX insights shapes managers’ absorption of keys to customer-centric management.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

ClearAction

DECEMBER 11, 2018

She pointed out that Marketing Communications is unfortunately the typical focus of customer journey maps and customer-centric marketing. And the final part of this case study describes how Hootsuite increases Marketing impact by making use of these insights across all of Marketing’s functional areas.).

Customer Journeys 71

Customer Journeys Customer Experience Case Study Customer Centricity 71

CSM Magazine

MARCH 13, 2022

Avaya has announced results of an online market research survey conducted by IDG Communications indicating the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. . They also utilise more complete analytic tools.

Self Service 52

Self Service Study Gamification Customer Centricity 52

CX Journey

AUGUST 8, 2018

And don’t forget to talk about the culture and the employee experience. They should also be trained on the core customer experience competencies or principles. And storyboard the intended experience in order to illustrate it for them; this also makes it easier for them to take it back and explain it to their departments.

Guidelines 86

Guidelines Customer Journeys Customer Centricity Government 86

ClearAction

JULY 28, 2023

If your team is positioned to be an ally to the success of every work group, then they are more receptive to customer insights and engagement in your initiatives. Customer focus must be designed with empathy. Empathy is not just for your customer-facing groups’ interactions with customers.

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

CSM Magazine

APRIL 27, 2022

Customer service teams can easily share these customer friction points across the organization, collaborating with IT and UX teams to prioritize a fix. Visualizing the experience will also improve the employee experience, boost productivity, and continue to enhance the quality of service each agent is able to provide.

Metrics 52

Metrics Telecommunications Ecommerce Contact Center 52

SurveySparrow

JUNE 20, 2023

A Voice of Customer program goes beyond traditional customer feedback by using a systematic approach to gather, analyze, and act upon customer insights. Based on these insights, businesses make informed decisions to improve the overall customer experience, and drive meaningful change.

Voice of Customer 52

Voice of Customer Customer Journeys Omni-Channel Strategy 52

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Alida

JUNE 21, 2019

Introducing the voice of the customer into every facet of VMware’s business is one of the most profound and exciting opportunities of my career. My team’s mission is to ignite systemic business improvements across VMware to maximize the customer (and partner, and employee) experience.

Employee Experience 165

Employee Experience Customers System Customer Experience 165

Innovative CX

FEBRUARY 26, 2019

The CX professionals have titles like Customer Insights Analysts; Voice of the Customer Program Manager; VPs, Directors, Managers of Customer Experience; Directors of Market Research; Member or Patient Experience Leader; Employee Experience Adviser, CXO and CX Evangelist to name a few.

CEM 40

CEM Customer Experience Professionals Course ROI 40

Think Customers

JULY 29, 2022

Having the right information on hand also reduces wait times, costs to serve, and increases customer satisfaction. Better insights = happy customers Luke Lee, CEO of PalaLeather , a fashion company and retailer, agrees that customer insights are essential.

Data 59

Data Apparel Automotive Tourism 59

Maru/HUB

FEBRUARY 5, 2018

The organisations who are getting it right by using customer feedback to guide their processes are reaping the rewards. The entire business needs to engage in the Customer Experience programme. Too many customer-centric change initiatives fail to engage with all the business units within a group.

Customer Experience 49

Customer Experience Advertising Customer Centricity Customer Retention 49

Clicktools

MAY 18, 2017

If you haven’t read the report (or at least the executive summary), I strongly recommend that you do, but even if not, you’ll still see some value in understanding how technology plays a critical role in running a customer-centric company. Compelling Brand Values : Deliver on your brand promises to customers.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51

ClearAction

NOVEMBER 16, 2017

First and foremost you must understand and respect your brand essence as customers see it. Second, you must understand it from your employees’ viewpoint — not just the brand, but the employee experience in total. Does your C-team treat customer experience as a determinant of corporate strategy, goals and structure?

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Qualtrics

DECEMBER 15, 2021

CX professionals in the federal government have been true pioneers, cutting new paths and shifting their organizations toward customer-centricity. Here’s how to gain momentum as your organization responds to mandates and how to take intentional steps toward the future of customer-centric, cross-agency collaboration.

Customer Experience 26

Customer Experience Government Customer Journeys Social Media 26

ReviewTrackers

MAY 8, 2017

Organized by the Customer Experience Professionals Association (CXPA), the 2017 Insight Exchange gathers over 300 CX professionals for world-class customer experience learning and networking.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Qualtrics

OCTOBER 22, 2021

The XM Directory (XMD) builds the Experience ID to deepen the understanding of your customers. Experience ID and Experience Management enable organizations to build deep relationships with their customers and employees. Experience ID integrates with and complements an organization’s systems of record.

Data 26

Data Customer Experience Touchpoint Feedback 26

Qualtrics

OCTOBER 23, 2019

We definitely benefited from having a centralized database for all our customer insights through Qualtrics. This enabled us to move quicker, provide better insights to our executive team, and support decisions.” – Excerpt from Qualtrics customer survey interview. . Driving bottom-line results.

Study 30

Study Consulting ROI Survey 30

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Melinda Gonzalez.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CX Journey

MARCH 10, 2016

After generations of industry experts talking about CRM, Customer Centricity, Customer Insight, CXM, and numerous other buzzwords, I can fully understand you still feeling skeptical. Paul Laughlin has over 20 years experience of leading teams to generate profit from analysing data. But please bear with me.

Loyalty 80

Loyalty Customer Centricity CRM Customer Insights 80

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Forrester's Customer Insights

JULY 29, 2020

Forrester’s view on the future of banking is here – examining the changes that we expect to play out over the next decade of retail banking. The drivers of the future are evolutions of the past – some playing out now, others that will be far more prominent by 2025 and table stakes by 2030. […].

Banking 71

Banking Retail Virtual Agent Financial 71

ClearAction

AUGUST 6, 2019

They’re using customer journey insights to help the whole company align with customers, as described in my last article, Marketing’s Role in Employee & Customer Experience Journeys. Generating & Using Customer Insights. Analyzing Customer Insights.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

Happy or Not

APRIL 26, 2024

Beyond a mere aggregator, this widget seamlessly merges button presses, follow-up options, and open feedback texts. Let’s explore the Open Feedback Widget’s inner workings for a customer-centric revolution. What’s the Open Feedback Widget?

Analytics 36

Analytics Feedback Survey Analysis 36

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

GetFeedback

JANUARY 27, 2020

While these vary from company to company, there are five typical areas where VoC programs face challenges along the way: Culture: Companies that are not customer-centric, or don’t put the customer first, are often reluctant to invest in VoC programs. Any VoC program will face challenges along the way.

How To 221

How To Customer Journeys Feedback Survey 221

Forrester's Customer Insights

JULY 30, 2020

By 2030, banking will be invisible, connected, insights-driven, and purposeful. Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade.

Banking 50

Banking Connections Innovation Course 50

SurveySparrow

SEPTEMBER 18, 2023

When you consistently provide excellent customer experiences, your reputation as a customer-centric brand grows. It’s like having a shining beacon that attracts more customers. Increasing Revenue Satisfied customers are more likely to spend more and recommend your business to others.

Metrics 52

Metrics Net Promoter Score Customer Experience Customer Journeys 52

Qualtrics

OCTOBER 19, 2021

ServiceNow provides a smoother and more impactful way to put an organization’s insights into action. Customers leverage the combined power of ServiceNow’s digital workflows with Qualtrics’ experience management technology on a single platform to quickly act on customer insights.

Meeting 52

Meeting Innovation Consulting Employee Experience 52

Forrester's Customer Insights

MAY 28, 2020

There’s a growing set of technologies that sense or control the ambient physical world beyond our screens. Smartphones have geopositioning receivers, gyroscopes, compasses, and barometric pressure sensors so that they can sense location, movement, and weather.

Technology 42

Technology Measurement Connections User Experience 42

Forrester's Customer Insights

APRIL 20, 2022

There's no such thing as a culture of resilience/innovation/collaboration. There's only culture energy. Learn more.

Culture 26

Culture Innovation Customer Change Customer Centricity 26